Service Delivery Manager
Service Delivery Manager
Posted on :
01-04-2025
Employer Active
1 Vacancy
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Job Description
Our client is wellestablished Technology Company specialized in the Maritime tech sector and seeking to hire an experienced Service Delivery Manager to lead the IT support function and ensure worldclass service delivery across internal and external stakeholders. This role is ideal for a dynamic leader who thrives in fastpaced environments is passionate about operational excellence and is committed to continuous improvement.
Responsibilities
- Lead IT Support Teams: Oversee and coordinate Level 1 Helpdesk and Level 2 Desktop Support operations ensuring optimal staffing smooth workflows and consistent service availability.
- Own Service Performance: Monitor and manage Service Level Agreements (SLAs) Key Performance Indicators (KPIs) and overall service quality driving improvements in speed efficiency and customer satisfaction.
- Drive Incident & Problem Management: Manage escalated incidents and requests with urgency and precision. Conduct root cause analysis and implement longterm solutions to recurring issues.
- Optimize ITSM Processes: Champion ITILaligned service management practices and implement strategies to streamline workflows reduce downtime and enhance user experience.
- Act as a Trusted Stakeholder Liaison: Serve as the key point of contact for stakeholders delivering clear consistent communication and regular performance reports.
- Mentor & Upskill Teams: Build a highperformance culture by identifying training needs coaching team members and fostering professional growth.
- Enhance Technology & Tools: Evaluate recommend and implement modern ITSM platforms and support technologies to improve delivery capabilities.
- Manage Vendor Relationships: Collaborate with thirdparty providers to ensure contract compliance service delivery and operational alignment.
- Ensure Compliance & Security: Uphold cybersecurity standards and data protection policies with a strong understanding of industryspecific regulatory frameworks.
- Support Business Development: Contribute to technical proposals presales discussions and service assurance strategies that support business growth.
Background and Experience:
- Bachelors degree in IT Computer Science Engineering or related field (Masters preferred).
- 5 years in IT service delivery with at least 2 years in a leadership role.
- Certified in ITIL v4 or equivalent service management methodology.
- Experience managing IT support functions in complex or enterpriselevel environments.
- Familiar with ITSM tools such as ServiceNow Jira or equivalent platforms.
- Strong analytical leadership and communication skills.
- Demonstrated ability to manage multiple priorities and meet deadlines.
- Exposure to maritime fintech or techheavy sectors is a plus.
- Comfortable with vendor negotiations and external relationship management.
- Knowledge of cybersecurity practices cloudbased infrastructure and IT compliance standards.
Whats in It for You
- Salary depends on experience: 60K 65K EUR Gross/ Year 13th salary included)
- Provident Fund
- Medical Insurance
- Collaborative and agile working environment.
- Exposure to cuttingedge technologies and international operations.
Are you ready to develop your career Apply now by sending your CV to
Employment Type
Full Time
Key Skills
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